Customer Success Manager

About the role

Undaunted is deploying robotic security to make communities safer so people can thrive. Backed by Atlanta Ventures and Fuse VC, the company has become the largest robotic security company in the US in just over a year, operating the country's largest fleet of quadruped robots. It has sold over 120 robots.

As the Founding Customer Experience Manager, you will own the customer experience end to end, from onboarding new properties to keeping existing customers happy and turning pilots into renewals and expansions. You will report to the Head of Operations, who owns Field Service, and work closely with Sales leadership and the CEO.

Customer success rolls up into Field Service because customers experience the business through installations, robot reliability, and response when something breaks. This is a player-coach role that combines customer calls, field work, and playbook development.

Responsibilities

• Own customer relationships from signed contract through renewal for a portfolio of properties, along with the systems that keep those relationships healthy.
• Guide new customers from signed contract through go-live. Coordinate site details, timelines, and expectations with Sales, Installations, and Field so installs are repeatable and predictable.
• Run regular customer touchpoints, check-ins, and issue-resolution processes to keep customers...
• Work with the field team, including at customer sites, and de-escalate issues with property managers.
• Build the playbook that enables a growing team to deliver customer success.
• Help turn pilots into renewals and expansions.

Requirements

The source listing does not specify requirements.

Key facts

• Own customer relationships from signed contract through renewal for a portfolio of properties.
• Guide new customers through onboarding and go-live, coordinating with Sales, Installations, and Field.
• The role reports to the Head of Operations and works closely with Sales leadership and the CEO.